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SalaryPosition Summary: This position is responsible for providing caliber high-level daily support to all DLC Stores, Corporate offices throughout Nevada, Utah and Idaho including End-users support at the headquarters. Prime responsibility to support software, hardware, and network assistance. The Regional Technical Support Specialist must rely heavily on experience, knowledge, and judgement as well as pre-established procedure and instructions to identify, research, and resolve technical problems present through Help Desk tickets, and will document, track, and monitor the problems to ensure a timely resolution.
Essential Duties and Responsibilities:
- Provide support to Tier 1 Technical Support Technicians.
- Identify and support continuous improvement and innovation activity - opportunities to enhance or transform our hardware testing activities.
- Be a key point of support for the Operations teams on all technical issues. Communicate actively across all site teams, creating and updating process flows and work instructions as required.
- Be able to travel to stores in 'DLC Tech' around SNV and take ownership of each store daily IT operations including weekend.
- Be able to travel to regional DLC locations throughout Nevada, Utah and Idaho.
- Be able to support stores in Nevada, Utah and Idaho using remote access connections.
- Troubleshoot and resolve trouble tickets related to issues with hardware, software, phones, and the network.
- Verify with the store and user that the issues have been resolved and update the ticketing system.
- Be a key point of support for the Operations teams on all technical issues. Communicate actively.
- Ability to complete multiple simultaneous projects in a timely manner.
- Assist DLC users in a professional and service driven manner.
- Follow internal DLC policies and procedures, as well as external compliance regulations to avoid vulnerabilities and ensure that DLC used technology meets compliance standards.
- Assist other members of the IT department to complete assignments, projects, to meet goals and objectives.
- Be able to provide weekly updates to reporting Manager.
- Develop and support test methods for testing new and refurbished hardware, including data collection.
- Manage confidential information.
- Regular and consistent attendance.
- Other duties as assigned.
Requirements for Education and/or Experience:
- Degree in Technology and related discipline required or equivalent experience.
- Proficiency in Microsoft Windows11 Pro, Microsoft 365
- Expertise in Microsoft Active Directory user's setup, Office 365 mailbox setup.
- Working knowledge of desktop hardware (laptops, workstations, printers, scanners, etc. Working knowledge with Network switches, SD-WAN and Wireless devices.
Specialized Knowledge, Skills, and Experience:
- Must be able to be self-starter with minimum supervision.
- Maintain valid Nevada driver's license and insurance.
- Good oral and written communication skills.
- Good investigative and customer service skills.
- Flexible with processes and the opportunity to create new processes.
- Able to adapt quickly.
- Friendly attitude and excellent interpersonal skills.
- Superior work ethic.
Abilities:
Requires ability to lift 35 pounds.
Requires the ability to gather and analyze facts, to devise solutions to problems, to prepare clear and concise reports, follow instructions, pay attention to details and to perform with a high level of accuracy, completeness, and legal compliance. Ability to work in a team environment; work effectively with others, provide effective client service and public relations, display strong interpersonal and communication skills, both verbally and in writing, organize, prioritize, research, and plan. Ability to correctly interpret, explain and apply policies and procedures, understand, and follow oral and written instructions, ability to communicate clearly and concisely, both orally and in writing. Ability to establish and maintain cooperative working relationships with those contacted in the course of work; ability to interact with a variety of individuals from socio-economic, ethnic, and cultural backgrounds in sensitive or difficult situations.
Requires repetitive movement, sitting, writing letters and memos, face-to-face discussions with individuals or teams, use of electronic mail, telephone conversations, contact with others (face-to-face, by telephone, or otherwise). Requires repeating the same physical activities or mental activities over and over; requires being exact or highly accurate, requires meeting strict deadlines. Requires work with external providers, customers or the public, work with others in a group or team, coordinating or leading others in accomplishing work activities. Requires travel to multiple sites and locations.
Work Environment:
Requires working indoors in environmentally controlled conditions. Job tasks are performed in close physical proximity to other people. Travel to multiple sites.
While performing the duties of this job, the employee is frequently required to stand, walk; sit; use hands and fingers, handle, or feel; reach with hands and arms; talk or hear; on occasion, climb or balance; stoop, kneel, crouch, or crawl. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
Be able to lift to 35 LB- Have valid NV drives licenses and insurance
